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Job Summary: We are seeking a skilled ServiceNow Developer with expertise in Virtual Agent and Customer Service Management (CSM). The ideal candidate will have 5+ years of experience in designing, developing, and implementing solutions within the ServiceNow platform, focusing on enhancing customer interactions through Virtual Agent and optimizing CSM workflows. Key Responsibilities: Virtual Agent Development: Design and implement ServiceNow Virtual Agent solutions using Natural Language Understanding (NLU). Configure topics, dialogs, and conversation flows to enhance chatbot capabilities. Integrate Virtual Agent with Live Agent, Knowledge Management, and other ServiceNow modules. CSM Development & Implementation: Customize and configure CSM modules including case management, customer portals, and service workflows. Develop CSM Playbooks and business process automation to enhance customer service operations. Implement Omnichannel support and integrate CSM with external customer engagement platforms. Development & Customization: Develop and maintain custom applications, UI policies, business rules, workflows, and client/server scripts. Work on REST/SOAP integrations with third-party tools. Ensure performance optimization, security, and compliance across the platform. Collaboration & Support: Work closely with stakeholders, ServiceNow architects, and support teams to design scalable solutions. Troubleshoot and resolve issues related to Virtual Agent and CSM functionalities. Provide documentation, training, and best practices for end-users and administrators. RequirementsRequired Skills & Experience: 5+ years of ServiceNow development experience. Hands-on experience with Virtual Agent, NLU, and chatbot automation. Strong expertise in CSM module, including case management, service portals, and integrations. Proficiency in JavaScript, Flow Designer, UI policies, and Business Rules. Experience with REST/SOAP APIs and integrations with third-party applications. Knowledge of ITSM, Service Portal, and other ServiceNow modules is a plus. .